To retain customer, companies do provide the freebie or promotional products to the customer to gain their interest and it gives long team benefits to the organization.
One experience I had when we bought our vehicle by paying 13 Lakhs Rs. at the time of selling we got the best customer service and they promised that they will provide the seat covers after 1 week due to non-stock availability but they failed their commitment and did not provide any update on it.
The customer service is important at the time when we are explaining about our business product, it is important too after sales service which covers maximum to retain the customer. If after sales service is good and we do handle it very carefully then the more traffic would be towards our business.
After escalating it repeatedly then after 3 months they provided the refund of the seat cover so after sales services is very poor of that showroom. Due to poor customer service, I will think twice before buying from there so they lost 1 and more customers due to their service.
Why companies are investing on BPO’s because team can handle the customer patiently and customers are also gets service as per his satisfaction and don’t need to worry about the concern. Being a customer service employee, never be in HURRY to disconnect the customer call or avoid the conversation, it affects the sale as well. Patiently listen his voice about his experience or issue which he had due to which he escalated.
Keep updating the progress about his concern if he raised that he has not got the product delivery yet and he paid the complete amount to retailer then speak to him, listen his frustration, take feedback from him. Once he calm down, he will talk and get the concern addressed.
For customer satisfaction:-
Respond as quickly as possible
Know your customers wants and needs, meet their expectations
“In Jan 2020, Starbucks launched their “Every Names a Story” campaign focusing on improving relationships with their customers. It was an award winning campaign because interaction with the customer was more and knowing their wants and needs. Get to know your customers, remember their names and previous conversation.
By keeping customers happy, they will be loyal and through word of mouth will do the marketing for your Business. Customer service has an impact of both existing customer and Potential Customers.
We have seen how customer service can help us to grow our business
To monitor customer service customer feedbacks are very important so that we can improve our services to retain the customers.
